west elm Reviews Summary

Customer Service

Pros:

• "I recently ordered a desk from West Elm TCR and had a lovely interaction with Johan, the store manager."
• "Very impressed with the items on offer and the staff at West Elm, Tottenham Court Road."
• "Johan (manager) was enormously helpful to us when we quickly needed a sofa, and found the most comfortable, well-made sofa. He helped us with immediate delivery."
• "Johan and his team had immaculate customer services - attentively took care of every element I needed consulting with and just made it a really special experience."
• "I had a great experience shopping with West elm, delivery was quick and easy and customer services were really helpful when I wanted to add something to my order."
• "The team are absolutely amazing, and their dedication to making every customer’s shopping experience as enjoyable as possible is truly commendable."
• "Staff at the Tottenham Court Road store are so friendly and knowledgeable of the products sold in the store."

Cons:

• "If we could give 0 stars we would, this company is scamming its customers."
• "Zero customer support."
• "Very bad service."
• "Horrible Customer Service! Shockingly bad."
• "Customer service has been less than helpful and certainly not apologetic."
• "Customer service is absolutely horrendous and they simply do not care about fixing problems once they've had your money."
• "Terrible customer service and let me down completely."

Delivery & Product Quality

Pros:

• "The delivery service was very good. They rang a couple of days later to arrange a slot, all very efficient so far."
• "Our dining table and chairs arrived promptly and were of excellent quality."
• "When I received a chair with a missing screw they sent someone over to our house to provide it the very next day (no extra charge)!"
• "All the products we have had... have been really excellent quality and designed very well."
• "The furniture I bought is beautiful, high quality and will look great in my dining room for many years."
• "Beautiful furniture."
• "Fantastic - great quality furniture and homeware."

Cons:

• "I get another automated response that the rug has been delayed, now until July 17th!"
• "The tray arrived damaged and it took nearly 45 days to receive the product in good condition."
• "We have not received our order and when we contact the company, either its managers, area managers or customer services no one helps."
• "Ordered item £59 chopping board, arrived damaged. So sent replacement also damaged."
• "Item was delivered completely damaged and in very bad used condition."
• "The office furniture we bought was shoddy and poorly made, it broke within a couple of weeks of use."
• "I ordered two mirrors from here (both the same) both turned up with backing fixed the wrong way to them so the mirror can only be hung upside down."

Pricing & Value

Pros:

• "If you are looking for something that is cheaper than Lombok, but a bit more unique/interesting than Habitat, then this is the place."
• "You can also walk into their store for some furniture on great clearance prices."
• "Sign up for their design guides and get a 10% discount off all your furniture."

Cons:

• "On an average they are at least 25% dearer than other furniture outlets."
• "Not good value when you consider the workmanship."
• "For such an expensive brand, I would have expected better."