west elm

Terrible customer service. Went in the store to be helped in person. The staff was rude. It was easier to look up furniture on my phone than have someone help me. I tried calling the following day for help and the staff was rude again and not helpful. Would not step foot in this store again. They need to hire new staff.

Pleasant shopping experience..Marilyn was very helpful but not in your face..really liked her style

Very good service, much better than in Philly store.

Bryana is awesome to work with... she guided me well at west elm...

The Frame dining table was purchased for me as a gift while in the Ardmore, Suburban Square Store on November 27th. Initially Virginia assured me there was 1 table in Carmel in stock. After several minutes of waiting we were told by an admonished Virginia that was incorrect and then by what I assume was her manager that we would have pay for shipping or go to another store to see if they had it in stock. This store is less than 15 minutes from my home so it made no sense to me to travel farther. No one even offered to call another location to check. I had to inquire if they could have one sent from another store. They said they could not, I would have to pay to have it shipped from the warehouse. Paying an additional $150+ to have something shipped that I went to the store to purchase but they could not accommodate seemed absurd I even had to incur the cost of having it shipped to store which was significantly cheaper but still absurd as I was standing in the store that couldn’t accommodate my purchase. To that end it is December 18th and I still don’t have a “complete” table. About a week after the purchase the store called my Mother to say the table had arrived. I called the store to confirm and to also ensure they had my name listed for pick up and communication as we had at the time of purchase, I was told only the base was there not the top. It should be here early next week I was told. I received an email the following Tuesday stating my items had arrived and were ready for pick up. I called the store the following day an hour or more before going and was told I was ready for pick up after having to clarify again the purchase was a gift and providing my information. My Husband and I go to the store the with a truck to pick up the order. After waiting while the staff looked for nearly 45minutes we were told still only the base was there. I showed my email and she apologized stating it must’ve been generated when the item shipped from the warehouse. For the inconvenience we were told their delivery person could have it to us by Monday free of charge but he wouldn’t set it up. We decided to take the base since we were there. No delivery or call Monday, just another email stating I had items at the store to be picked up. No delivery or call by Tuesday evening so I called the store at which point I was finally told my table top had been given to another customer with a similar name and it still remains in her home. I had a barrage of questions that the associate couldn’t answer but stated her manager would call me back I had to provide my contact info for a third time as my name wasn’t associated with the purchase. When I didn’t get a call within 30 minutes of the store closing I called again. This time I was told they would contact the delivery guy have him go to the woman’s house to get it and deliver it to by next Monday. UNACCEPTABLE I would like to cancel the order all together but aside from fearing I would be charged for that. I’ve already sold my previous table and am expecting guests this weekend with no where to serve dinner.