west elm - Scottsdale, Arizona

Al

A lot to be said about West Elm furniture quality. Ordered a $3500 Andes chaise sectional and regret it greatly. Back cushions are misshapen and lumpy with uneven seams providing no back support. Upon leaning against them they flatten and my back hits the hard frame. After only two months seat cushions started sagging to the point they started sticking out beyond the frame. And it’s all with very light 130lbs one person use. Opened a claim with West Elm and was told all this is due to wear! After 7 months. Andes is advertised as 4/5 firmness contract level furniture but what had arrived is nowhere close to that. Low quality materials that do not last. What you get to sit on in their showroom is not the same product you receive.

Arturo M.

Brandon (GM) was very friendly and helpful. He took the time to help us load our purchase and ensure everything was secured correctly, which we appreciated greatly—highly recommended.

Amy S.

We ordered a bed from here in December 2022. We were convinced in store to order through them because we'd get "more support" that way. That made it so we couldn't track online, and frankly we've received little support. It was supposed to be delivered in February. Communication was poor. The shipment was cancelled, rescheduled, and cancelled again.
Because of this it wasn't delivered in the time frame we needed. It was like pulling teeth to get any information through retail support and I have about a dozen emails. It eventually was delivered.

Flash forward 8 months and our furniture is broken due to a manufacturer defect. I've been waiting for two weeks for a solution and have received no word. The included images show the primary support for a cal king bed. It was installed with drywall screws by their "white glove service."

I would recommend you take your business elsewhere.

I'm hoping a manager will see this and help me find a solution. I will happily update my review if one is provided. For the price we paid for the bed, 8 months of use and no customer service is unacceptable.

W H.

kind of disappointed with this store/company. i wanted new linen bedsheets, they have 35 colors available online, went into the store and they don't have a "matchbook" with all the colors/materials. there was no way i could pick out $300 sheets without the matchbook. Called the company, they said they dont mail samples ! wtf. So i went over to PotteryBarn and they had a huge section with giant panels of every single 35 linen colors for their bedsheets. I ended up buying them from PB. Would def recommend Pottery Barn over this place, they have the samples right in the store. Very surprised WestElm does not have all sample fabrics/materials, seems like a very standard thing for a high-end store like this to have.

Amy H.

I seldom write reviews anymore but want to share that James went above and beyond what I could have imagined to help me. If there were 20 stars to give- James would get 30. Sending so many thanks and kudos to the store and this employee. Thank you!

Pauline S.

The store people are great but, when it comes to delivery and charges West Elm is really
They want to deliver a stool with only the choice of white glove delivery for $179 !
I want to just have it delivered to the store, and I pick it up ! Really a white glove delivery for something that weight about 20 lbs and 5 mins. away from store !

Adam P.

I rarely leave reviews but West Elm really dropped the ball. We ordered the industrial storage peninsula desk in April 2023 with an initial promised date of August 20 to September 3 2023. The date kept slipping back and forth. As of April 8, 2024, the item was still on backorder. The item is being made in India, and production had not started over a year since the order. To make matters worse, customer service was abysmal. Karen E. in particular was not helpful and all she could say was that the order was on backorder. West Elm still tries to sell this deal today, and it should not be selling this desk if it cannot fulfill orders. Do not order anything custom from West Elm.

martha H.

We purchased a custom couch it was delivered in a timely manner after weeks of waiting. However shortly after we noticed that one side was completely uncomfortable it feels like your sitting on coils! I contacted west elm Scottsdale where we purchased the couch and they told me they outsourced out our couch and to send pictures to them and they would come look at it! I have done that three times and they keep saying they didn’t get it or I didn’t send it. I am beyond frustrated and extremely upset. It feels very much like I’m getting the runaround and I’m still sitting here with an uncomfortable $5000 couch.!! I wouldn’t recommend buying anything there as it feels like once you’ve spent your money they don’t seem to care about you or your issues with their products!