west elm

It shocks me to see the negative customer service reviews. I have been in the store 5 times in the last 3 months and every time I have been greeted by a sales associate, each time a different person, and was readily assisted with my purchase. Phillip was amazing in placing a few online orders and all my items were nicely wrapped and bagged when I arrived. I plan on moving to San Diego, as I just sold my home, and plan to furnish my new home with the assistance of the staff at the Alexandria store placing online orders for me. Every staff member I have dealt with has been super friendly and helpful. I can not say enough good things about this store.

I am very dissatisfied with the service and experience I received at this location. West Elm is known for great products and great service. I recently went in to inquire about an order I placed and returned an item that was sent to me with the wrong color. When I returned the item, a new order was generated for the correct color. However, the store did not honor the price I was originally given and it could only be fixed with customer service. The sale associate’s attitude was very nonchalant. The second bad experience happened the same day. The store was having a 75% off of lighting sale and sold me a chandelier shade with missing hardware. When I got home, I realized the pendant was missing the rod and electrical hardware. I contacted the store and I was told because the item was on sale, I could not return the item. The same sale associate came on the phone and said I could find the hardware at any electrical store. I searched several websites, Home Depot, Lowe’s and three specialty electrical stores. In all instances, I was told that it would be a specialty piece and specialty chandelier shades like the one I purchased from West Elm are item specific. I once again contacted customer service and I was referred back to the store because I should not have been sold a piece of lighting with missing hardware. After numerous calls and wasted time. I was given a 10% coupon toward the purchase of another chandelier shade. I normally don’t like to write bad reviews. However, given this experience I don’t want to have anyone else have this bad experience with this local store. I am sure this location makes a lot of money and my review won’t matter. However, I for one will never shop at this location and I won’t recommend this location to anyone I know.

Nothing but good things to say. I was buying a couch online but went into the store to determine what fabric I wanted. Liz, the manager, was awesome. Super helpful and knowledgeable, and I got a discount for ordering from the store rather than online. 10/10 would do again!

Great customer service. Liz was able to help me find the products I needed quickly. Would recommend this location

I would like to give a HUGE shout out to Liz and all the staff at The Old Town location. Liz has been super helpful every time I have been in the store and on the phone. Liz took the time to help us put together our dining room and continued to be helpful when we had a small issue with the delivery. We look forward to shopping there again.