west elm Outlet — Attraction in Asheville

I have always had nothing but the best customer service from the employees at this store. There is a gentleman that has been there for a while who is very pleasant and friendly who has taken care of me always with smile on his face and has gone above and above as have many of the other workers. My issue is with the management. I recently purchased what I thought was a killer deal in the 70% off section of the store. I purchased a fiber filled mattress topper for my Mom who was with me at the time. When I opened said topper and went to fit it to her bed I noticed reddish brown speckles that appeared to be dried blood, the way that blood looks like after it’s been washed and dried. Long story short, I was told that “this was a final sale item and could not be returned” I was also told that “this is how we get our items from the main stores” I was then offered only store credit, which was not satisfactory to me knowing that I have now lost confidence in any of the linens to not have been used and then returned. I then offered to take the bedding back myself and then to Labcorp up the street where I would have the topper DNA tested and would return with results, I demanded that an exception be made to simply give me my money back due to the unusual circumstances. I was met with nothing but contempt and hostility by the female manager whose name I did not catch. This return was made on 2/5/2025 at 3:01 pm at the 800 Brevard Rd suite 801 location. I can tell you that I will not be back to this store and I can no longer recommend their linens. I have heard of similar experiences on Reddit from angry customers regarding linen, curtains and bedding, furniture not so much. BEWARE of companies like this that should be inspecting their returns and should be donating items instead that are unfit to sell to customers. This situation could have been handled differently. Again I have nothing but good things to say about the other employees in this store and this should not be a knock on them in anyway. Forgive me for making this assumption but I can only imagine what it would be like to work with a tyrant like this woman, how many lashings you would receive for being tardy to work a...

Absolutely appalling experience at the West Elm Outlet in Asheville.

I have never been treated so poorly in a retail setting in my life—and that’s saying something.

Just two days prior, my wife and I spent over $2,000 on chairs. We returned to the store to pick them up and saw another piece we loved. It was on hold, but a helpful sales associate told us that items are only held for 3 hours, and this one had already been on hold for 1.5 hours. She assured us that if the other buyer didn’t show up by 3:00 PM, the piece would be ours—and that we’d get a call if the buyer came in before then. So we waited. We literally spent 90 minutes waiting in the area so we could purchase the item the moment the hold expired.

They never called. So we came back at 3:00 PM, ready to buy. That’s when we met the store manager, Steve. He informed us—without apology or explanation—that the woman had called and they were now holding it indefinitely for her.

No call to let us know. No acknowledgement of the wasted time. No responsibility taken for what we were told earlier. Instead, Steve was aggressively dismissive and borderline hostile. And then—unbelievably—he called security and kicked me out of the store.

I want to be clear: I was not yelling, threatening, or causing a scene. I calmly expressed my frustration about the situation, the bait-and-switch, and the lack of communication. And I got thrown out for it.

I’ve never been kicked out of a store in my life. Not only was the customer service unprofessional, it was disrespectful—especially considering the fact that we had just made a major purchase days earlier.

Avoid this location. If this is how West Elm treats loyal paying customers, I cannot imagine how they treat others. And if Steve is the standard for management, then this outlet has no business carrying the...

This purchase was from West Elm store not the outlet.

Horrible customer service ever. And have a very good reason behind my review. I ordered my sectional in Nov 2021. After my delivery within one week the ottoman cushion was not firm at all.. I complained then and I placed a replacement order in March 2022 and I still have not received my replacement couch to this date. They have scheduled multiple delivery dates and every time I called they said one part of sectional is not there. Repeatedly same situation all the time. I have been dealing with this for a year now and it’s become to a level it’s not tolerable . Two months ago customer said they will issue a discount on the couch for the inconvenience and I have not seen that either. And not only ottoman but even the couch cushion was not firm after month of usage. Two pillows are firm but one is not. I am keep having to fluff the pillow. It’s frustrating especially after paying $3900 approx on the sectional.

Sorry to say but the service is more than terrible. That to from every agent I have dealt with on the phone.

02.21.2023

I finally got the replacement delivery today after 15 months and still only part of the couch was delivered and so now it looks uneven. And the initial complain about the cushion being not firm was not replaced either which is part of the other piece not replaced yet.

04.26.2023 Finally got all my final pieces replaced last week. And after all that hassle got compensation of $354 store credit. The replacement cushions are nice and firm. Good thing about it is that if ever cushions get bad it can be replaced by...