From a quick stop, I’ll say they have plenty of good stuff to sell in there. Will definitely come back with my wife.

HORRIBLE !! Save your time and money dont go to West Elm. We ordered some items and it took months to arrive and finally these arrived defective. Not to mention the unjustified interest fees charged. To get a refund/replacement of defective items it would take another 4-6 months because they do lack time management and professionalism. Worst experience, worst delivery and worst management dealing with customers!

The design services offered by West Elm are disappointing at best. After an online consultation I was ghosted by the first designer I interacted with. I tried once again by booking an appointment through the Fenway Store, spoke with designer, Kate, who assured me shed follow up and help me through the iterative design process. While she sent me one design, she shared no links to the items she recommended and did not include by biggest asks in the design. After following up several times and reaching out to the store manager, I never received additional assistance. Furthermore, West Elms general customer service department has not responded to my outreach. I would not recommend trusting the West Elm team with any of your design needs.

The most terrible experience to order from west elm. I ordered a bed and a couch 4 months ago, suddenly received an email that my order was cancelled after a month. Then I need to order again and pay another delivery cost. The couch scheduled to deliver after 4 months. On the day of delivery. The delivery guy called me and then disappeared. I waited for 4 hours and called customer services. They keep diverting the line to another person. No action. My couch has not delivered and i paid 4000 dollar on it. I don’t suggest anyone ordered fron this furniture store. Bad service.

HORRIBLE! they are the worst company we have ever dealt with. They sent us a defective product after 6 months of wait, and its been around 2 months we are trying to get our money back. Our money is lost between them and their bank. No one is able to help us and we have been suffering from sever stress and frustration due to that. I advise you to abstain from buying anything from them.

Beautiful furniture!

Quite good fittings, there are very interesting things that will fit into the interior in an interesting way.

We ordered online the Ida King bed in early June and was given est. delivery in September; we patiently waited until early August and received no update, so I called customer service, was told the bed should arrive in America delivery center by Aug-20th, and I waited unti the 20th called customer service again, still no update AT ALL!!!. Just backorder same status since day 1. I cancelled the order and wasted over 2mo waiting for this bed. thats all.

We needed to place a large order for our new home so we decided to go into the store. The level of service we were shown blew us away. Not to mention how nice it was to see the furniture and feel the available fabrics. The staff is super knowledgeable and efficient. Highly recommend!

We purchased furniture from this store and we found that our shipping address is wrong when we were in the store. And we told the associate to change it; we were in the store waiting for the associate to change the address on the phone for about 20 minutes. Then she told us its good to go. When I got home and received the confirmation email, the address is still wrong; then I called their customer service to make the change, the customer service person said its all set. About one week later I got the shipping email, the address is still wrong! And I had to call them again which is so annoying!

Ive purchased from West Elm in the past, but Im extremely hesitant to ever give them my business again. I purchased an item to pick up curbside the other day from the Fenway store, as I try to avoid unnecessary shipping costs and am avoiding going into stores due to covid. I hadnt used the item yet, and today noticed it was nearly $50 less. I called the main customer service line and was told that they dont do price adjustments (which in itself is unreasonable to me, especially during the pandemic), and that I should call my local store to return and rebuy the item. I called Fenway WE to proceed with this, but the employee I spoke to immediately was annoyed, and told me returning and rebuying is against the company policy and is essentially a price adjustment. I tried to explain that this is literally what the main CS line told me to do, but she just repeated again that I can come into the store but its against the policy. I said I did not feel comfortable coming into the store, and that I would figure out something else. I called the main CS line again and spoke to someone much more helpful, who said that she would give me a UPS return label to ship the item back. I am now doing this, and will not repurchase because I dont feel that they deserve my business.

Avoid West Elm like the plague! This stores associates and managers do nothing but pep talk and have zero problem solving skills. What is more scandalous is that you, as a customer, have to follow up on the work they fail to do after they rip you off with unnecessary delivery charges, then they blame their system. My favorite interaction was what I heard from one of the managers I was hired one week ago, so I am sorry I have limited knowledge! I am not sure if I am supposed to sympathize or wonder why West Elm does not hire managers with enough experience or does not invest in training them to solve problems. They are only trained to pep talk. Save me the drama please and solve my issue! Here is my story:I have made an order of a couch, coffee table, and a chair. The coffee table and couch were delivered but not the chair. Dont ask me why knowing it is available in their warehouse. I have talked to four people so far over the past five weeks, and it has been in vain. I was supposed to get my chair Sept. 3-7. I ordered this particular chair (color and textile choice) five weeks ago on August 22 and did not custom made it because I was promised to get it Sept. 3-Sept 7. I paid for UPS, which was a rip off, because this was supposed to deliver with my flat fee rate. How unprofessional and uninformed they are! Then, when I thought the issue was getting resolved and I was promised a delivery between Sept. 20-22 (since there are 39 chairs available as I have been told in the New Jersey warehouse), I got nothing! At this point in time, I cannot wait any longer and feel so frustrated. They are a bunch of liars! I am not sure if you are aware, but I have been hearing many negative reviews lately from other people I know about West Elm and this particular store. I was planning they will be my destination for my next furniture project, but never never again!

Got the Tencel Duvet Cover - it dyed all of my sheets blue and would rub off on my walls, body and other pillows. Have been trying to return it for a month but they are only offering store credit on these things. Long time customer and will not be bringing my business here again.

I ordered 2 custom made chairs from the Boston Fenway #westelm . Delivery timeframe was 8-10 weeks. After 12 weeks, following-up with the store on a weekly basis I was told that the chairs could not be found or traced. They could resubmit the order and the wait would be another 8-10 weeks. They said this happens fairly frequently. Beware that your orders may just disappear without any trace.

Avoid West Elm at all costs. I purchased a dining set for over $2k in June and scheduled a delivery with west elm for August. They changed my delivery date 3 times without letting me know (I had taken days off from work to be home for the delivery). Their delivery window up until the day before is 7A-8P making it impossible to work on a day an order is to be delivered. A customer service representative hung up on me when I complained. Their customer service is deplorable and will give you the run around. I still have not received the order.

The quality of the furniture at west elm is awesome. However, shipping and customer service deserve 0 star. I ordered a custom made sofa, where store manager told me it will arrive in 6 - 8 weeks. However, it still hasn’t arrived after 8 weeks. I went to the store to confront the store manager, and she said delivery date is “estimated” so it can take a lot longer than that. Her response is unacceptable given that flat rate delivery shipping costs me $239. CB2, another furniture shop right next to west elm, provides cheaper and faster shipping. In addition, the quality and price of CB2 are similar to west elm. I will probably not go back to west elm again. They really need to work on better shipping and customer service.

I enjoy west elms in general, but the staff at this particular one went above and beyond. Cant speak highly enough when they helped me trouble shoot assembly issues and ultimately replace a furniture piece. Ive had a number of issues with online ordering and customer service, I recommend going to a brick and mortar store for any significant purchases.

This review is for Patty,the manager of the store.I had some reward money which was expiring and since I need a chair for my porch I ordered one.Today I went to pick it up ,and I saw another one more appropriated for my porch.The sale person said I could not transfer the reward money and the same thing I was told by the customer service.Then,I asked to talk to Patty who was very nice ,put the chair that I wanted on hold ,and asked me to come back to buy it when I get the money back for the first one.Thank you Patty for trying to accommodate my request,I know it was not easy ,but it means a lot to meWest Elm should be grateful for having such a wonderful manager and I will continue to come to your store with pleasure.

I will reenforce most of what others already said. Unknowledgeable and unhelpful staff. Will deceive you to get your money. Gf and I found a duvet on display that was perfect. I asked the staff “I want one exactly like this” and she showed me that the inside was 3 duvets in one cover. They want you to buy a duvet thinking it will be like the one in the display, but it is a lie. That’s not honest business, that is tricking people out of money.I said I don’t care, I want to buy it so give me 3 duvets in that cover. “Ok sure I can order that to this store for pickup.” I told her I would be back to buy them. When I came back she said “oh we actually can’t order them so you’ll have to order them to your place - shipping is $40”. So she wasted my time on coming back to the store and lied and was unable to help.West elm is deeply corporate America - lie, cheat, steal, trick and hurt others for their own profit

I bought my couch from west elm 5 months ago, at the store they are very helpful and really nice youll get a great experience in person. Their customer support is a nightmare though. They delivered me a broken couch telling me that it’s fixable. Here I am 5 months later still on the phone with customer support trying to get it fixed.

Horrible customer service when something goes wrong. I bought a desk and they brought it to my house that was incorrectly made and could not be assembled by their drivers. They said that someone will reach out and help me when they get it fixed or a new one. 2 weeks later and I am still waiting for an answer on my prepaid desk and call their customer service only to be hung up 3 times while waiting to speak to someone. When I finally got a live person to talk to, I was transferred multiple times without even knowing they were doing it and had to repeat myself to at least 5 different people with absolutely 0% help. Literally no one could tell me about my order, where it was, or how they would fix it. When I finally was angry and told the 5th person again how I wanted to know my order status, she just took my number and said she would call me back and hung up. Worst customer service ever. I have spent a lot of money with West Elm but no more. Buyer beware!

False advertising that furniture will be ready when stated on the web. Ordered in Oct finally delivered in Feb but wrong fabric which had been special ordered! Spoke with so many staff who were all friendly but still issue has not been resolved.

West elm is the WORST company Ever! I recommend buying high end decor from any other company. We have spent so much money with west elm and planned to spend a lot more but they have the worst customer service ever and will go out of their way to screw customers.

Following up to say thank you again, Nest--after only two nights on my new latex mattress, the back and neck pain I have had for years is virtually gone. Yes, two nights, people. Treat yourself right and get into Nest for your own sleepy pillow cloud of love!

I recently moved into a condo and needed to buy a new couch (I did not have one). I went to Fenway West Elm and found the perfect one, plus it was on sale. I decided that since a truck would be delivering the couch to my new condo, that all other furniture would also be coming from West Elm. I originally worked with Michael. He was so great. We were able to pick out many great pieces! I checked into the store a couple additional times before my actual furniture delivery date and worked with a couple additional employees. Everyone was great!I will always refer people to West Elm, because of my positive experiences.

Very nice man working who helped answer some questions I had about a product they had on me that I bought in the past there. It was very nice and at the store is Beautiful. Everything is really nice and its not low prices but it affordable. Not Over the Top. especially for the type of merchandise. Its like a cr1 but even better and cheaper prices. Also beautiful gadgets. Also kind of rent reminded me of Home Goods but with more

The customer service at this store is wonderful. However, West Elm as a company should be avoided. We ordered a sectional couch in June from this store and they told us it would be delivered the first week of August. Here I am almost 2 months past the original delivery date and still no couch. West Elm continues to extend the delivery date online and when I call their customer service, they just give me a load of excuses and keep telling me the couch is still in transit. Since they are so far off the original delivery date, I would expect them to at least expedite the shipment or do something to make this process smoother, but they have not offered any solutions other than just continuing to drag out the delivery date. The whole situation has been very frustrating and from other reviews Ive read on West Elm, this seems to be a very common occurrence.

Superb location and selection. I got some amazing accent pillows for a good price here. The staff was very attentive and helpful. They have a great selection of affordable but chic furniture as well and look like they offer some great sales. A must for home shopping!

Long time customer. I ordered a piece of furniture from them and after being told it would be two weeks, Im now told it would be a month. Its 2018. How does it take a month to deliver furniture?The employees at this store (not all of them) tend to talk down to you. They wont sell you floor model furniture even if they cant tell you when or if they are getting an item back in stock.

I purchased a coffee table on Saturday it was delivered on Monday. On Tuesday, I went online and saw that the coffee table was on sale and $150 less.Of course I called the customer service number - on hold for over 20 minutes. Called back - on hold for over 20 minutes.I called the local store - they take no ownership as it was purchased online.The only thing I could do was repackage the table and call online services to pick it up.It took me over 30 minutes to unpackage - so will not be able to repackage.Lesson learned - West Elm is similar to Marshalls or TJ Max they consistently discount things so NEVER pay full price with this store!The store clerk told me that they get an email about the sales on Monday and the sales start Tuesday - so always check this.

Came in for curtains, and hung them soon as I arrived home they are beautiful.

The Rep worked with me to find the best option for a new couch & it’s delivery. Very helpful, friendly, and will definitely go back.

Purchased a rug through this location, which needed to be shipped to the store. UPS lost the shipment (absolutely not West Elm’s fault). However, throughout the process, I received horrible customer service, ranging from people having no idea what was going on with it, to being told I would be called back but never being called back, to dealing with a rude clerk when we finally showed up to pick it up. This problem is not unique to this West Elm store; I am currently fighting West Elm after ordering curtains online, and them sending me the wrong items. Now I can’t get a straight answer from their customer service as to the status of the “return”. They have over $300 from me for curtains I never received, and again, I keep getting told I’ll get a call back, but one never comes.

I returned items from my gift registry in the store for a merchandise credit, and its been over four months now and I still have not received my store credit (which they will only mail, they will not give a credit in the store). I wish I kept the items, little did I know I would never get anything back for them. I have called many times and always get the same response we will void them and resend the cards and have confirmed my address countless times. This makes me never want to shop here again or recommend it to anyone. Such an extremely frustrating experience and waste of time.

Didnt shop...ducked in to keep warm.

I bought a westelm glass table 3 months ago, Unfurtunatelly the glass explode without an specific reason and I have been trying to contact with someone in their customer service department. The only instructions I receive was to send an email , It has passed one week without response. I just want to highlight the lack of customer services and quality in their products. I really like the design but the personal is a shame.

Almost 2 month since we were supposed to have our new bed delivered! When we call the store there is no update on when we will get it, and they dont let us cancel the order so at least we get a bed available in the store. The staff are quite unhelpful over the phone.

Very good service. Nice choices of household items

Melissa was pleasant!

They messed up my phone number when placing the order and then failed to deliver my item. Still had to pay a $200 delivery fee on an $800 dresser. They ignored my calls and were incredibly unhelpful. This was my first order with West Elm and I will never order from them again. This location’s sales associates are rude and insincere. The manager Kyla (believe that was her name, started w a K) was rude and did not call me back when she said she’d get back to me ASAP. Stacy in charge of talking to dispatch did not help either. Wasted two days trying to get my furniture. This was the worst furniture experience I’ve ever had. Would give negative stars if I could

Unusual items in a great store

Moved fast from not even on my radar to my least favorite store/website. (I want to be clear that most of the negatives here resulted from dealing with West Elm corporate customer service and its web sales, though I did visit the Fenway store, too). Over several months, the designers handling our renovation steered us to West Elm for three items: a bathroom mirror, an arc lamp, and a bureau. The mirror we bought in-person at Fenway. It was on sale, but I still thought it was very cheap construction with a dangerously flimsy mounting. The Fenway people were nice enough but were very slow processing this simple sale so I tried to do the rest through the website. Big mistake. Because of my trip for the mirror, I was inundated with marketing spam, sometimes two West Elm emails a day. None of the promised discounts actually worked, at least not according to their terms, so the next item that came (with allegedly free shipping) actually cost me a $23 handling charge. This was an arc lamp that came in two boxes. The box containing the base and stand was full of innumerable pieces of broken styrofoam: Im still finding pellets of it stuck to the walls and off in corners. The white shade, which arrived in its own box, was completely covered with black, oily fingerprints. I should note, too, that this doesnt seem any different from an arc lamp I saw on Amazon for half the price. When I immediately called to get the shade replaced, my call was dropped two times before a third operator spent most of the time setting up the return of the ruined lampshade. I think the company should be more concerned about sending out the replacement, something they werent going to do until several days after I was supposed to return the fingerprint shade. Finally, as others have noted, I am completely shocked to see that they have the gall to charge for sending a replacement part until the ruined part they should never have shipped is returned. Ive never encountered a more off-putting policy. The operator did not warn me she was going to do this nor give me the option of going to Fenway with the ruined shade and doing a quick swap. To boot, that third item, a stock bureau, was ordered in February but, as of now, the very end of March, is in Boston but not logged in so we have no actual delivery date to share with you. So, three strikes, and I am anticipating some kind of new problem(s) with this as-yet-to-be-produced bureau.

Nice clean store. Met with a helpful rep who laid out our room designs for us.

Beautiful store and furniture but the quality of the furniture is quite poor. Wanted to love them but the furniture is just not well made.

Beautiful store and great location, but, at the end of the day, the merchandise is mostly overpriced and substandard quality. This is not a problem unique to West Elm, but it is, perhaps, most representative of this trend.

If you know west elm you know this place. Staff dont bother you unless you ask for help and then get energized. Mostly a spot to kill time before dinner or your movie.

I ordered 3 pieces of furniture for delivery. When they arrived the following problems existed:- no bolts to attach the feet to the couch- no hardware for the chair (had to refuse delivery)- instead of a dining buffet I was sent a childrens blue dresserNormally when a company messes up royally they make it right or provide good follow up and information. I will now be waiting an additional month for the dining buffet. My chair will arrive after another week and the couch took 2 days to resolve. This was after me following up on numerous lengthy phone calls. I will surely think twice before ordering from West Elm, Pottery Barn and Williams Sonoma. I had furniture delivered by Macys, Crate and Barrel, in addition to Raymour and Flanagan all in the same week. Not only did they provide superior service they followed through if there was even the slightest hiccup. I was disappointed because West Elm really has nice furniture. They just cant deliver the furniture or fix it quickly if something goes wrong.

Good but pricy.

Great place for Mid Century and Modern home goods

DO NOT PURCHASE. Low quality, takes forever to get it (after 10 weeks they call and say the sofas are in, but that they cant deliver it for another 2 weeks), and they will be delivered damaged. When they ship the replacement pieces for what arrives damaged they will charge your credit card (in my case $330) and only refund you weeks later after you ship the damaged items back (still waiting). Horrible. Will never shop at william sonoma or west elm ever again

Products are terrible. Service is spotty. Trying to like west elm but in the fence.

We got the Hamilton couch and love it!

WORST CUSTOMER SERVICE EVER

Very very very bad customer service, I will never go this store anymore

Nice selection of furniture

Helpful assistance from the associates

Mike deliver an outstanding service.

Love this store !

Terrible customer service. Computers not working. Not enough staff

Expensive.

Affordable modern furniture

Ok

Terrible service!

Beautiful furniture

Good quality, but the price is slightly more expensive