West Elm

Staff are so nice, love this shop. They told me shop some berries at whole food can wave the parking fees if you park underground.

My boyfriend and I are looking into moving into together. We are trying to establish our mutual style and were considering using West Elm. The customer experience at this location was lacking. Since a hard sale was not decided within the first 10 minutes, we were made to feel unwelcome.

Worst customer service ever, a bunch of clowns that have no clue how to do their job. Nothing in stock & will not honor current sale prices. Absolute joke, go anywhere else.

I am writing this negative review with regards to the West Elm’s vendor delivery service, which while I know is not directly tied to the Portland Pearl District store, it is within the jurisdiction of West Elm and their subsidiaries. Vendor management is critically important to ensure end-​to-​end satisfying experience for retail consumers.
MXD group was assigned to deliver my West Elm bed and the process has been less than satisfactory to say the least. First of all, the procedure does not have the customer in mind. They call to specify a two hour window the day before the scheduled delivery service and are unable to specify a larger window in advance. When we had specifically said that we would not be available before afternoon, they schedule us for a 10AM-​12PM delivery, stating essentially that they had already made their route and would not be able to change this.
There is also mismanagement of communication between MXD headquarters and local hubs as the former specifically told me that the drivers deliver up until 10PM and when I spoke with MXD Portland, the individual stated, «drivers are BACK at the office and finished with delivery by 4PM.»
We have since tried to reschedule with MXD group who again called us the day before for a next day delivery on a time where it is not feasible to change schedules less than 24 hours before an intended delivery.
As I’ve stated, the process that happens with MXD does not have the customer in mind, which is in sharp contrast with my experience with West Elm. I strongly recommend that West Elm reevaluates its relationship with MXD group to avoid tarnishing its reputation as a customer-​centered retail store focused on delivering the best customer experience. I have loved West Elm for years and I would be disappointed to end my customer buying experience because of poor vendor choices.

While in the Pearl showroom I had a question about what appeared to be a typo in a sofa’s dimension on their website. Asked an employee at front desk to clarify and was told to call west elm’s 800 number. I said isn’t that why you’re here, to help resolve these things? I was told either you can call or I can call. A *real* store would have just done what was needed to get an answer. I guess moving cheesy accessories from one table to another is more important. I agree with the several other comments that said people here don’t really want to help you. I called 800 number, from the store floor, and they were clueless when it came to their product lines. Took west elm off my sofa shopping list.
West elm your interior seating dimensions for the Brooklyn 2 seater are wrong!

Great shop. Nice products, reasonably priced and they last forever.

A nice store to get stuff for your place. It’s a more urban contemporary Pottery barn, or at least that’s how I think of them.
It’s not cheap, but you know that as its in the Pearl or that it is owned by William Sonoma.
I have bought several things here. They have good quality and good sales. The staff is always friendly and happy to help.

Went in on a Sunday just looking. Store was not busy at all. Saw a trash can that cost $ 100, not cheap right. Sign in front of store clearly ready 20% off any one item. Great, $ 80. Opened the trash can and it had trash in it. Asked a salesperson if they had one in the back. She was snotty and very unhelpful. Really not sure why. Not in stock, too bad. Would not go back.

This is not a review for the West Elm store, it’s a review for West Elm online. I will never shop online at West Elm again.
We received several wedding presents from here. First the Emmerson Reclaimed Wood Table. It was a nightmare to get it delivered, as West Elm called my husband over and over and put HIM on hold when he answered. After it finally came, we realized that it was a veneer of reclaimed wood, possibly over other reclaimed wood, but the gaps between the boards were big enough that food could fall in. Not the kind of quality we expected at all. We sent it back, again spending a lot of time on the phone to get the pick up scheduled.
Next, we received a set of the Organic Shaped Dishwater in white. We’ve had the set for just over a month. So far, a bowl has chipped when it bumped into another bowl, a bowl has cracked for no reason, and a bowl has split in half when dropped accidentally into the sink. Again, nowhere near the quality I expected. I am currently on the phone trying get the replacements for the others. I’ve been on the phone for 36 minutes. The rep is very nice, however, he is still unclear whether the merchandise credit for my returns 3 weeks ago has been mailed. I can’t tell you how much time I’ve spent on the phone trying to fix simple issues, or get questions answered, and been given wrong info, or the reps simply don’t have info.
The combination of poor service and poor quality means that as soon as this return fiasco is over, I’ll never shop at West Elm again. The stuff looks good, but it’s not worth it.

I’ve been there a few times and each time, the employees will not make eye contact or ask me if I need help. I understand if they’re helping someone else but it’s usually they’re too busy talking to each other to do any customer service. I may not look like the slick thin couple customers who live in Pearl District but guess what? I have money to spend. At first i thought it was just me, but looking around other reviews, I’m not alone in my disgruntled opinion.
I tried to buy a table from there but the quality of their furniture looks iffy at best. The employees that I flagged down looked like it was too much bother to give me details.
The store is too cramped. I’d much rather take my business to Crate & Barrel or Williams & Sonoma. They are so much more comfortable in both the setting and interaction. Sorry West Elm, love your catalog, just not this location.

We recently purchased all of our dining room furniture from westelm. I was helped by Peter and Debra and they were completely patient and helpful while I was in two minds with multiple furniture pieces .The loading zone is around the block and they are highly cooperative and humble. Thankful to the westelm team for helping me decorate my home. Highly recommended

My friend purchased a bed for me 2 years ago from my local West Elm in Portland. It is the Narrow-​Leg Wood Bed Frame in White, size Queen. We treat our bed well, it has been handled very carefully in it’s short life. Recently, I noticed the longer sides of the frame have started to sway out. The actual wooden pieces are bending, causing the slats underneath to not reach the sides of the bed. We literally fall through our bed. I called West Elm customer service and they were lovely, but couldn’t help me because I had purchased in store and not online. When I called and spoke with the manager at the Portland store, his response was– Since I purchased the bed, the distributor has changed so replacing the bent pieces wouldn’t be an option. He told me that since I was not the one who purchased the bed, he wouldn’t be able to help me. When I asked him if my friend who bought it could call back regarding the bed, he told me that because she had given it to me, they couldn’t do anything about it.
I love West Elm designs, but I will definitely not be repurchasing any furniture from them because they refuse to stand by their product when it breaks!

We recently purchased a large amount of furniture including living room chairs, two beds, a buffet, and several tables, etc. Our experience overall was really good. We like the designs that they have come out with recently and their service really is excellent.
The in store sales people go above and beyond and the people that delivered the furniture were fantastic and super professional.
We did end up with a delicate table that we noticed was damaged, but we let them know and they delivered a new one within about ten days and picked up the damaged one in the process at no charge.
The entire process was easy and we really like the furniture.

Would you want your place to look smooth, slick, modern?
Would you prefer a homey environment like cotton, wool, wood without the tinsels and mercury?
Or would you want them all without breaking the bank? HAHAHAHAHA! B. S! It will break your bank if you keep looking and shopping. They have good and well made products.
Well, the people at West Elm will be able to help you. They will even help you order online if the item that you’re looking for is not at their store. They are friendly and very personable.
If you’ll wait long enough, they often go on sale. 10−20% off once in a great while is a good deal if you have patience.
I love their desks, tables, throws, pillows. I’m partial about their lighting fixtures. It looks a tad bland for me.
I prefer them over Pottery Barn which is a bit too country and frilly. Z Gallerie as this store looks like yesterday’s fad.

After moving to the Portland area in July (2014), I set about decorating our new house and replacing furniture that didn’t make the cut. West Elm catalogs make my heart go pitter-​patter, so I noted some items I liked and headed down to the store with the hope that I could save on shipping and buy locally.
I’ve been there a sum total of three times, each at vastly different times of the day/​week. And would you know, not ONCE has someone greeted me. Despite seeing numerous staff members, my existence has gone unacknowledged each and every visit. And it’s not that they don’t know I’m there; they avert their eyes when passing rather than making contact. To the point that I’ve done some real soul-​searching during and after my visits.
Do I look unworthy of their time? Like someone who doesn’t have money to spend? Then I come to the same conclusion: I’m well dressed, articulate and undeserving of their apathy. BUT, regardless of whether or not I possess those qualities, I deserve to be smiled at, said hello to, and treated like a paying customer. Because I am. More importantly, I’m a human being.
Of the three times I’ve been in, I’ve purchased items twice. They don’t carry all the online/​catalog items in-​store, so my first purchase had to be made online. The other two times the cashier was kind and professional, which leaves me at a loss as to why that doesn’t extend past the register to the sales floor.
During all three visits, in order to find the items I intended to buy, I had to wait in line at the register to get help.
In the end, I’ll likely continue to make purchases at West Elm when the mood strikes. Yet I can’t help but think that this store isn’t living up to the brand’s expectations in terms of customer service.
Customer service issues aside (though they are never really beside the point), I like their stuff. At this point anyone that has shopped with West Elm is aware of the aesthetic and price point. (In case you didn’t know, they are owned by Williams-​Sonoma Inc., who also owns Pottery Barn.)
I don’t find the big ticket items to be worth the price, as the quality doesn’t seem to reach quite as high. Still, I have several pieces that I use functionally and decoratively, and I love each and every one of them.
But I’m not quite sure it’s worth the blow to my self esteem.

Have to recommend this store and especially Jae. Jae was one of the consultants helping us out and I’m so thankful that we found him. He has a great eye for collaborating pieces together.
We just moved to Seattle from hawaii. Why didn’t we go to the Seattle store? 1. Unwilling to help 2. Apparently they were too good for our money.
I love west elm and their furniture collection. So we stuck it out despite the terrible experience at the Seattle store. Thank you to Jae for helping you really turned it around for us. We love the Portland West Elm!!!

Nevermind– the online West Elm is just as terrible as the store. After mucking up our order, sending us the wrong furniture, and having several items on backorder for months we’ve completely given up…

I just moved here from Seattle about 2 weeks ago. I did some christmas shopping here last week a couple of times and everybody was super nice and helpful. I had inquired about a dining room table with benches and also a bed frame/​night stands when I was in. They said they were having a huge sale after christmas and to come back then.
My husband and I returned today and spoke with Nick, who helped us order all of our new goodies for our new home. He was super nice, helpful and very organized. Thanks Nick for making this such an enjoyable experience and for saving us almost $ 900, thanks to your sale! I can’t wait to get everything into the house!

It’s a West Elm. It has lots of West Elm stuff. Sometimes it’s on sale.
Staff are reasonable and will help you if needed.
Overall nothing negative, nor nothing overly positive to write about this store.

Oh West Elm, what an up and down relationship we have… mostly up.
I don’t remember how my borderline obsession with WE started, but it is slightly problematic. Our relationship has become a little more co-​dependent since I moved from a 1,000 sq ft house (that was packed full of furniture that was mostly Craigslist scores, hand-​me downs and IKEA from my college days) to a 3,000 sq foot house (it is a 100+ year old beauty that I hope to live in for the rest of my life, and must be furnished accordingly).
So here is the good… I have bought a lot of merchandise at WE both online and in store– My king headboard and frame, my queen headboard and frame, several duvet and pillow covers (sadly their sheet sets are not deep enough for my mattress), my shower curtain, a white pitcher I love, cute little rocking birds, the list goes on. What I am trying to say is my palms sweat when I am within 5 miles of the store and feel absolutely compelled to stop in even if I don’t need anything, I think that the fact that I was shopping online at WE at 3:13 am (stone sober I may add) and realized I needed to write this review is rather telling.
Here is the bad, and trust me it’s bad, as in I should have written a 2 – 3 star review bad, but their design and customer service is soooo good I am willing to work past it. Last year, in June or July I bought my queen bed online the Tall Grid Tufted Headboard in white leather and the Chunky Wood Bed Frame, also in white. It was delivered partially assembled, some parts were missing and it looked used. And the perfect white headboard had a scuff mark. I called customer service– they arranged for the old bedframe to be sent back to UPS and had a new one delivered. They refunded me the cost of shipping and $ 100ish for the scuffed headboard– which I opted to keep. Great, thank you very much. Now keep in mind I am not handy and Matt takes care of ‘this sort of thing’ assembling furniture etc in our house. So he was frustrated that pieces were missing, and that he had to disassemble one bed frame and reassemble the new one (It was sent in a package, as in not assembled).
On our way home from Skymainia Lodge for our 6 year anniversary in October we stopped in (remember what I said about that 5 mile radius?) The scroll headboard I had been eying was on sale for $ 350, down from $ 600−700ish, score! The Simple Bed Frame is what was available in store in King size, great, sold. Again, I am getting a huge discount and saving on shipping. So Matt dutifully assembles another bed frame with a friend. I know at this time you must be thinking Matt is a saint, and you are right. So the bed is beautiful and I am the happiest girl alive. Fast forward to just a couple days past their 30 day return policy, Matt sits on his side of the bed and it breaks! Like falls to the ground and splinters. I promptly call customer service the next day (after Matt disassembles the bed far past our bedtime the night before). Well they tell me to call the store, I spoke to Julie and she arranged to have the broken frame picked up and a new Chunky Wood Bed Frame, assembled, delivered to me, the fact it was past the 30 day return policy was a non-​issue. Bottom line: they made it right. Second bottom line: buy a sturdy low bed frame if you are shopping at WE and someone who sleeps in your bed weighs over 200 lbs (sorry honey).
So for those of you that are still with me, you must be furniture stopping, congratulations on your obvious patience, and thank you for putting up with my average humor, bravo.
I will end with a few bullet points:
1. My husband is a total saint, seriously, and if I had to do all of this myself I would be foaming at the mouth.
2. If you are considering buying a bed (or two) from WE you have been warned.
3. My replacement beds, yes plural, have been awesome and at the end of all of this I am happy to have beautiful furniture at affordable prices.