West Elm

My fondness for West Elm products developed years ago when my sister purchased bedding from there and later gave me a gift card for Christmas. Most of my shopping has been online or at stores significantly larger than this location. The size of this one is a negative since they carry less stock. The atmosphere of the store is typical West Elm style. Kitchen and sale items are on the first floor while bedding and drapery are on the second floor. Customer service could be better but the issue appears to stem more from there being less staff on the floor than from them being indifferent.
Tip: Head to the store and feel the products and then order them online. If you are like me, you want to examine for yourself how sheets, blankets and towels feel instead of ordering them blindly online. Since the store’s stock is limited, this might be an option so you get the right color blanket or curtain pattern.

I read some of the other reviews for this store and I’m convinced those people were at a different store. I LOVED my experience here. The décor is beautiful. The furniture is beautiful. The people are beautiful. I wish my bank account was beautiful so I could buy everything I wanted, but I’ll have to wait on that. I came to the store looking to spruce up my apartment for the holidays so I wasn’t looking for any major pieces and I found everything I wanted — and I’m even eyeing a bed frame I don’t need! The manager Tennekka — who was a darling btw — helped me pick out things I never thought would go together, and now that they’re all in my place I am so in love! I will definitely be back after the holidays for another round!

I’d give West Elm 0 stars if I could. I used to love this store and buy a lot of my home décor and furniture pieces from them — but their store and credit card company cannot work together and it only hurts the customers. I bought a lamp online, and returned it to the store (within their return policy dates). The girl in the store did something strange, and left a balance on my West Elm comenity bank credit card. I didn’t know until I received a bill with a late fee and interest charge. I called the credit card company and explained there should be no balance (nor fees or interest). They said I had to speak with West Elm so I called them, who told me they showed the return, and I’d have to speak with the credit card company. I receive up to 5 calls a day from the credit card company as I now have a balance of close to $ 200, and have blocked multiple numbers. I owe nothing as I returned the exact item I purchased within the timeframe, and I’m stuck in a catch 22 as neither the store nor the credit card company will do anything. I have written emails and formal letters to the credit card company disputing the balance, but they have done nothing. The store also says they can’t help me. If you are going to offer your customers a credit card company, make sure the two of you can communicate with one another. I will never shop here again!!!

I LOVE West Elm’s products, but my experience online has sadly been better than my experience in the store, where there’s very little customer service (not even a welcome when you arrive.) and items are frequently out of stock. The service is so poor, customers have resorted to asking each other for advice on duvet covers and pillow combinations the two times I’ve visited.
It’s quite disappointing given the merchandise is totally my style — and isn’t cheap for this total lack of customer service. I really expected better.

The retail staff was slow and needed multiple reminders that I wanted to buy something. After I finally received my item from the back, the cashier was oddly aggressive around me giving them my e-​mail address and insisted on trying to have a debate around this. Would recommend ordering online or just going to another store on 14^th– not worth the hassle!

I’ve given this West Elm three chances and I’ve wiped my hands and am done. Each time I’ve visited it’s been mid-​day on a week day with, at maximum, 4 customers in the entire store. For that reason one would anticipate at least an acknowledgment that you’re in their store. Not one hello, not a look in your direction– nothing. I did discover a way to get an employee to acknowledge your presence– open a picture frame box– she’ll rush over and ask you not to open the boxes as they have one on display. Actually, no you don’t have one of these on display. I can’t determine if it’s just that they don’t offer customer service or if they’re attempting (semi) high class snobbery. Either or, this isn’t NY and (semi) high fashion employee snobbery doesn’t work here. Done.

Cool store. They have a lot of furniture for a smaller space which is nice. The staff here was extremely helpful when I went in to exchange a chair I had bought. I can forsee the limited parking spaces on the street as an issue however, I found front row parking when I went to this location!

online customer service is atrocious. i have never dealt with a more confused, incompetent, non-​accountable customer service team than west elm.

The employees at this store apparently have better things to do than help customers, which is very disappointing for a brand with such modern/​friendly appeal as West Elm. I was not greeted or offered any assistance during my visit and really wished I had just shopped online. I would highly suggest West Elm’s furniture and décor as the poor customer service experience of this store does not reflect the beauty and quality of their furniture (I’ve been very happy with all of the items I have purchased online). I hope West Elm imparts some training and or hires better staff for this location

I can’t comment on the customer service at this place, as we just happened to stroll in on a lazy Saturday afternoon just to look around, but what I can say is wow, the store is gorgeous and I wanted nearly everything I saw! There are 2 floors and the space is huge. I would say they pretty much have everything you’d possibly want to put in your house or apt.

I love West Elm’s products, but I have been into this new location (right in my neighborhood) at least 6 times now and have encountered a total of one helpful employee (Jim). Despite Jim’s enthusiasm and willingness to help, the way this store functions seems to be pretty broken. I have been in a couple of times looking for specific items and ready to drop a lot of cash, and both times I left empty handed. The first time was due to the salesperson’s inability to answer any of my questions about any of the products I was interested in
(I knew more than he did, just having spent time on the website), and the second was due to a lack of inventory, despite the product being displayed on the floor (like another reviewer, I was told that they had several in their inventory, only to wait half an hour before being told that no, in fact they don’t have any and can’t sell me the display).
The store seems to have a good array of small gifts and pillows, but if you are looking to purchase a substantial item FROM the store and take it home with you, you will most likely leave disappointed.

As it turns out my refunds never appeared on my credit card. About two weeks after my visit to the store, I called the West Elm customer support to figure out how to get my money back. The customer service rep I spoke with told me I had to take this up with the store, so she transferred me. I had very low expectations after everything that happened, but one of the managers, Derrick, who answered proved me wrong. I explained the entire situation and he apologized that the catalog didn’t help me. He said he would figure out what was going on and call me back before they closed for the night, which he did. A few days later the refunds finally showed up on my card. I was really impressed by his excellent customer service.

I went into the store today prepared to furnish an entire apartment. I left disgusted at the lack of selection and service. I was unable to get sales help (although a very nice merchandiser did try to help — which couldn’t be further from her actual job designing displays), the swatches I was interested in for a sofa were not available to view, and even the manager was basically useless when I let him know that I was disappointment that my trek through the wintry weather was a complete waste.
There’s a seemingly good sale going on for a few days, but your time and patience lost at West Elm will be much greater than any monetary savings. I’m headed to Crate & Barrel, where you may pay a little more but they actually help you get what you’re looking for.

This place is CRAZY packed on a saturday. Given the pricepoint is much better than other furniture stores on this block, it is understandable — but expect to be elbowed by indecisive young couples and college students. The worst part about this location is getting someone to help you. We literally had to hunt down two separate store workers, wait in line, and then get dismissed by one (she said she was new and had no idea) and the other was unable to answer our question. The question was literally — «do you have this coffee table in stock.» To be fair, this store sells some great items, but I’ll probably stick with the Georgetown location or shop online to avoid this disaster zone.

The worst. I received a 15% off on Facebook to be used today and tomorrow only. I recently moved into a new apartment and figured it was a good time to go pick up a hamper.
Long story but every single hamper I asked about they couldn’t find. There are at least ten on the website and at least half a dozen displayed in the store. I finally selected one and — they checked and told me they had five in stock and left me waiting with my other purchases for at least 20 minutes looking for one. Came back to tell me they couldn’t sell me any of the five hampers or any other because they are all on display.
I walked out without getting any of my purchases. What’s the point of displaying things that aren’t for sale? And furthermore why keep me waiting for so long if they aren’t for sale?
I’ve had so many bad experiences at West Elm and this kind of thing happens every time I decide to give them another shot.
Never. again. West Elm.

Great store and just opened October 22, 2014. Really great merchandise, layout and excellent helpful people working there.